# 30455: Toll-Free phone number verification rejection - Disallowed: SHAFT - Hate

Log Type: APPLICATION

Log Level: ERROR

## Description

Twilio rejected your Toll-Free Verification request because the submission indicates a forbidden SHAFT category related to hate. Toll-Free verification review considers your business, use case, sample messages, web presence, opt-in flow, and related terms and privacy disclosures. As of January 31, 2024, messaging traffic from unverified Toll-Free numbers is blocked until the number is verified.

### Possible causes

* Your submission describes a business or messaging program associated with hate speech, abusive communications, or communications connected to a hate group.
* Your website, sample messages, opt-in flow, or supporting business information suggests a hate-related use case during the Toll-Free verification review.
* Your messaging use case falls into a forbidden message category for SMS and MMS in the United States or Canada.

### Possible solutions

* Stop using this Toll-Free number for any hate-related or otherwise forbidden messaging. If your use case falls into a forbidden category, it is not eligible for Toll-Free approval.
* Review your verification submission and remove any business description, website content, sample message, or consent flow that could make the use case appear to support hate-related communications. Make sure your submission accurately reflects a compliant messaging program.
* If you believe this rejection is incorrect and your business does not fit a forbidden category, contact Twilio Support and provide additional information that clearly explains your use case.
* Do not resubmit the same request without correcting the underlying compliance issue. Rejections for content or Messaging Policy violations are ineligible for resubmission.

#### Additional resources

* [Get started with toll-free verification using the API](/docs/messaging/compliance/toll-free/api-onboarding)
* [Forbidden Message Categories in the US and Canada](https://help.twilio.com/articles/360045004974-Forbidden-Message-Categories-in-the-US-and-Canada-Short-Code-Toll-Free-and-Long-Code)
* [Toll-Free Message Verification for US/Canada](https://help.twilio.com/articles/5377174717595-Toll-Free-Message-Verification-for-US-Canada)